Team Manager (Lifetime Mortgages)

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VN-7570

Permanent

Solihull

£30,000 to £33,000

26 November 2018

To lead a team of 10 people and deliver to objectives in the areas of customer experience, performance, people and efficiency metrics. Leading, motivating and coaching your team by being a visible leader, focused on exceptional customer outcomes, service delivery and empowering your people to deliver the right customer outcomes and implementing appropriate action plans to drive improvements and deliver against objectives. 
 

Supporting and coaching your team to deliver daily service, collaborating with other SDMs and the Planning team to ensure the right actions are in place and performance is understood.

Responsibility for overall leadership of performance for own area and required meetings and cascades plans and communications to ensure that the daily running of the area is consistently meeting Service Levels and service proposition.

To understand the drivers of customer satisfaction and implement appropriate action plans, ensuring that all coaching and development activities take place and systematic issues are actioned by the appropriate teams.

Support the establishment and embedding of a culture of continual improvement, to include key people metric measurements for people satisfaction driving appropriate plans and engaging your wider team.

Support delivery of a customer and people focused culture and act as role model of the L&G behaviours, by demonstrating the ability to lead people through changes both in own area and wider business unit.

Maintain strong risk mitigation and management control frameworks.

Proactively drive down contact and failure demand within the business, working closely with the relevant project manager and Relationship Manager to implement robust change that results in significant reduction in repeat contact and waste.

Deliver strong ease scores for both end customer and partners through process reengineering, innovation, coaching and flexing resource to meet demand.

Build strong relationships with internal functions such Sales, Finance, Operational Planning and the distribution channels to ensure that the Customer Services operation continually evolves to meet the changing needs of our internal and external customers.

Develop the capability of individuals through structured learning and development plans and strong performance management processes and solid succession plans. Recognise and develop future talent.

Identify and implement sales and retention opportunities

Manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, performance, attendance and conduct, so that the team’s business objectives are achieved consistently.

 

Skills

Experience of leading Customer Service oriented teams or back office operations

Evidenced delivery of material improvements in Customer Experience & Service metrics in a highly regulated environment through the use of recognised Continuous Improvement methodologies.

Demonstrate a high level of understanding of resource planning, being able to interpret resource plans and drive change

Proven ability to lead and manage change in a fast-paced organisation.

Ability to demonstrate strong business commercial awareness

Experience of managing teams with a minimum of 10 FTE

Understanding of Equality & Diversity, Discipline and Grievance policies. 

Strong interpersonal skills and the ability to communicate effectively in oral, presentational and written form to a range of audiences.

Able to travel occasionally across UK locations

 

Knowledge

Knowledge of all regulatory requirements for customer contact management and complaint handling. (FSA, PRA, FOS)

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, dependants' pensions, at least 22 days’ holiday, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

Please contact Rachel Chima, Resourcing Consultant - rachel.chima@landg.com for more information.

 

About L&G

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

About the business area

With around one million customers, our retail business helps turn customers’ pension savings into lifelong retirement income and our corporate business looks after our defined benefit pension schemes ensuring they are effectively managed to protect against risk and achieve their maximum potential.

About L&G

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

About the business area

With around one million customers, our retail business helps turn customers’ pension savings into lifelong retirement income and our corporate business looks after our defined benefit pension schemes ensuring they are effectively managed to protect against risk and achieve their maximum potential.